Assessing service interactions

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Identify trends in customer surveys, and learn alternatives for measuring and scoring customer service interactions. Learn about the importance of getting both external and internal input. Identify decisions you will need to make around scoring, and hear recommendations and cautions on using scores and interpreting results.

- Let's now explore ways to assess and measure…individual service interactions.…Here we'll take a deeper look at how to track and leverage…quality for individuals,…and look at scoring alternatives.…And I'll offer some recommendations to keep in mind…as you interpret results.…There are a number of alternatives for assessing…the quality of service interactions.…The most common include direction observation,…role play, recorded interactions,…customer input, mystery shoppers,…analytics if you have recorded interactions,…and potentially others.…

We recommend getting input from both the customer's…perspective and internally.…Today there are many solutions that enable you to survey…customers through the channels that make the most sense,…and in an era of customer fatigue from being over-surveyed,…it's notable how high the response rates can be…for transaction-specific surveys that are short,…easy, and immediately follow an interaction.…And with automated surveys,…you can get a large sample that can be tied to agents…

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Released

8/31/2017

Establishing the right metrics to support effective customer service requires a solid understanding of how metrics work, how metrics are interrelated, and what the uses and limitations of metrics are. Wisely employed, the right metrics help guide decisions, support collaboration, and encourage better performance. But metrics that are incomplete, unfair, or misapplied can send the wrong messages, negatively impact customers and employees, and lead to inefficiencies.

This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals.